Information Retrieval
Inside Microsoft Windows 2000
What next?: A dozen information-technology research goals
Journal of the ACM (JACM)
Pinpoint: Problem Determination in Large, Dynamic Internet Services
DSN '02 Proceedings of the 2002 International Conference on Dependable Systems and Networks
Why PCs Are Fragile and What We Can Do About It: A Study of Windows Registry Problems
DSN '04 Proceedings of the 2004 International Conference on Dependable Systems and Networks
A Retrospective on Twelve Years of LISA Proceedings
LISA '99 Proceedings of the 13th USENIX conference on System administration
STRIDER: A Black-box, State-based Approach to Change and Configuration Management and Support
LISA '03 Proceedings of the 17th USENIX conference on System administration
Using Service Grammar to Diagnose BGP Configuration Errors
LISA '03 Proceedings of the 17th USENIX conference on System administration
Using computers to diagnose computer problems
HOTOS'03 Proceedings of the 9th conference on Hot Topics in Operating Systems - Volume 9
Improved error reporting for software that uses black-box components
Proceedings of the 2007 ACM SIGPLAN conference on Programming language design and implementation
PDA: a tool for automated problem determination
LISA'07 Proceedings of the 21st conference on Large Installation System Administration Conference
Understanding customer problem troubleshooting from storage system logs
FAST '09 Proccedings of the 7th conference on File and storage technologies
Designing Technology as an Embedded Resource for Troubleshooting
Computer Supported Cooperative Work
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Automatic fault diagnosis is an important problem for system management. In this paper, we combine high level symptom descriptions and low level state information to solve the system fault diagnosis problem. We extract state-symptom correlation information from knowledge sources in text format, and then use symptom similarity to rank the candidate system states. We apply the method to Windows Registry problems to help Product Support Service (PSS) engineers. Promising results with two different knowledge sources show the robustness of our method. Finally, we explain why this combination is successful and also discuss its limitations.